Nick Upton Email & Phone Number

Over 20 years employment, predominately with The Royal Bank of Scotland Group (15 years), more recently in my role at Converso, an outsourcing Contact Centre, and now my current role at Ventrica, also an Outsourcing specialist, with the majority of my experience in delivering call / resource forecasts, producing essential Management Information (MI) and assessing future impacts on the operating business across a multi-site operation. This includes working with and meeting key senior stakeholders and applying effective challenge and influencing expertise. I have a proven ability in leading complex initiatives / projects to meet business strategies, collating and manipulating MI, performing trend analysis, to provide evaluation, support decision making and development of solutions and appropriate reporting.My role has allowed me to organise, lead and communicate to staff at all levels and work to deadlines. Key SuccessesCreating and implementing of complex and powerful financial tools (Excel based) to track and monitor profitability, campaign and business performance achieving increased productivity.Development of Inbound forecasting tool (Excel based) that analyses call volumes to drive resource planning, allowing accurate placement of manpower and an increased efficiencies.Created a mini workforce management tool (Excel based) for a business opportunity which resulted in a successful win of £1m to the company turnover.Specialties: Assess and use financial, resource and business process information, using analytical and interpersonal skills.Interpret figures, perform trend analysis allowing evaluation, risk assessment, development of solutions and reporting.Planning and organisational skills for ad-hoc projects / initiatives.Communication and Management skills via roles performed throughout the UK.Good knowledge of the Microsoft Office suite, advanced knowledge of Excel.

Listed skills include Outsourcing, Call Centers, Performance Management, Contact Centers, and 31 others.

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  St Joseph'S Rc Comprehensive School